Restaurant Host how-to
How to Calm a Guest Upset About the Wait
Empathy defuses frustration.
Quick answer
Empathy defuses frustration. In short: apologize; explain; give, then complete the remaining steps below.
Step by step
Apologize.
Explain honestly.
Give an update.
Offer a drink at the bar.
Check back.
Get a manager if needed.
Safety reminders for restaurant hosts
- Keep the entrance clear
- Know emergency exits
- Watch for allergies on notes
- Handle cash safely
Key terms
Front of house · Back of house · Section · Turn · Cover · Rotation: see the full restaurant host glossary.